Customer Support Representative

Overview

For over 40 years, TRUE remains a global leader in premium fitness machines - offering unparalleled service, innovative technology, and providing peace of mind to our customers' every step.

As a Customer Support Representative at TRUE, you will partner with users via email and phone to provide timely solutions to operational challenges. If you are a self-starter with excellent communication skills and a knack for connecting with others, TRUE is for you!

• Respond to inbound calls and emails, from customers, dealers, and service partners in a professional and timely manner.
• Document all interactions and case details accurately in the customer service relationship management (CSRM) system.
• Collaborate with logistics, sales, and technical support teams to ensure fast, accurate resolutions.
• Relay customer feedback and recurring issues to supervisors for process improvement opportunities.
• Assist customers with placing non-warranty parts orders, checking order status, providing shipping updates, and answering general product questions.
• Perform or verify warranty registration when applicable.
• Provide basic troubleshooting support for both in-home and commercial fitness equipment (assembly, setup, display startup, connectivity, and basic error code resolution).
• Use schematics and troubleshooting manuals to help provide basic mechanical/electrical issue resolution.
• Escalate unresolved or complex technical issues to higher-level support or technical teams per established guidelines.
• Monitor service tickets to ensure timely follow-up and closure.
• Contribute positively to team culture and productivity goals.

• 1 year of customer service experience required - Call center preferred
• Experience in consumer goods, manufacturing, logistics, or fitness industry
• Proficient with MS Office (Word, Excel, PowerPoint, and Outlook
• Ability to work independently, adapt quickly to change, and work within goal-oriented environment
• Ability to re-prioritize a task and adapt to change throughout the workday